Arjun Mahadev More

Assistant Manager - Tower Lead

• Led project teams to streamline client solutions and improve service delivery.
• Coordinated cross-functional communication to enhance collaboration among departments.
• Developed training programs to enhance team skills and knowledge retention.
• Managed client relationships, ensuring satisfaction and addressing concerns promptly.
• Implemented process improvements to increase operational efficiency across projects.
• Managed customer service inquiries and complaints in a timely manner.
• Supervised daily operations including scheduling shifts, assigning duties.
• Maintained up-to-date knowledge of company products and services.
• Monitored employee attendance records, timekeeping, and payroll information.
• Resolved conflicts between team members in an effective manner.
• Coordinated with other departments to ensure smooth flow of operations.
• Organized training sessions for new hires to familiarize them with the workplace environment.
• Conducted regular performance reviews for employees to identify areas of improvement.
• Reviewed completed work to verify consistency, quality, and conformance.
• Interviewed prospective employees and provided input to HR on hiring decisions.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• MIM (worked as Major Incident Manager).
• Responsible for getting connected with various teams to resolve any major incidents raised.
• Generating and creating SLA reports.
• Doing RCA (Root Cause Analysis) with the help of the involved teams.
• Responsible for the service levels in a tower, and maintaining optimum performance within the team.
• Ensure service levels are monitored.
• Conduct reviews on daily, weekly, and monthly reports, prepare minutes of meeting, and track action items.
• Conduct operational meetings, and ensure coordination between onsite and offshore teams.
• Collate metric data, and analyze the trends.
• Ensure incident resolution, problem resolution, and change implementation.
• Coordinating customer-related activities for both acceptance and deliverables.
• Ensure daily service availability.
• Identify issues, and take corrective actions.
• Conduct incident RCA.
• Ensure BCP drills are conducted, and process updates are made regularly.
• Manage operational outages and crises.
• Maintain and manage a third-party/vendor contact list, issue register, and escalation register.
• Preparation of the team shift roster.
• KT sessions for ITIL processes.
• Daily, weekly, and monthly report preparation.

Treasury Operations - US Pensions

• I worked as a Senior Analyst in Treasury operations in U.S. Pensions.
• Responsible for cross-checking checks and batches for customers.
• Making payments to customers.
• Reviewing customer profiles for annuities.
• Worked as an executive in mortgage indexing.
• Responsible for indexing mortgage documents to the designated queue.

U.S. P&C Insurance

• To analyze personal lines (auto/homeowners) claims/policies, and advise handlers about claim settlement.
• Worked on around 8 applications to review 1 file.
• Level 3 process (extremely critical and complex).
• Written and phone communication with the employees based in the United States for review.
• Handles queries of all the associates on my team.
• Client calls for a new transition and weekly review.
• Worked as backup for Quality Analyst and Team Manager.
• Worked as backup for the Subject Matter Expert.
• Rewarded around 5 to 6 times with the Extra Miler and Royal Champ awards.
• Completed basic and advanced Excel certification training, conducted by EXL.
• Always rated 4.5 or 5 out of 5.
• I have always been a team player and have received RnR awards most of the time.